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Amadeus Listens
Amadeus Listens is our Customer Experience (CX) program that focuses on continuous and mindful improvement by collecting, analyzing and acting on customer feedback.
It reflects our focus on using customer feedback to continually revisit our ways of doing business, addressing customers’ concerns and priorities, and improving their experiences.
Amadeus Listens
Amadeus Listens is our Customer Experience (CX) program that focuses on continuous and mindful improvement by collecting, analyzing and acting on customer feedback.
It reflects our focus on using customer feedback to continually revisit our ways of doing business, addressing customers’ concerns and priorities, and improving their experiences.
How do we collect customer feedback?
Our approach to gathering feedback is evolving to cover the entire customer journey:
Relationship Survey
Measuring customer sentiment and overall experience with Amadeus.
Solution Surveys
Gathering feedback from our customers using our solutions.
Key Touchpoint Surveys
Opportunities for feedback on customers’ key interactions with Amadeus team members.
Market Research
Customer interviews, user groups, and panel discussions to gain a deeper understanding of our customers’ experiences and developmental needs.
How do we translate customer feedback into change?
At the heart of Amadeus Listens is our commitment to using customer insights to drive improvement, spearheaded by our global network of Customer Experience (CX) Champions. Each CX Champion represents a specific area of the business, and is responsible for:
• Analyzing customer feedback from surveys, interviews or panels
• Sharing insights within their teams, and prioritizing issues they can impact
• Understanding root causes of issues in a cross-collaborative way
• Identifying and implementing actions to address issues
What have we learned so far?
And more importantly, what do we plan to do about it? While this doesn’t cover all our initiatives based on the insights shared, these are a few of the areas that we’re paying close attention to:
• Accelerating the delivery of our capabilities such as cloud migrations, customer portal access, and simplified contracting and billing
• Reinforcing our support and account management teams so they may provide a higher level of engagement with customers, leading them to greater success with our solutions
• Creating more opportunities with the help of AI to have our solutions and teams provide advanced recommendations real-time
Keep giving us your feedback!
You can rest assured that if you receive an Amadeus Listens survey, then your feedback will be used to actively shape our products, enhance your satisfaction, and create exceptional value.
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